Service Delivery Technician (Level 1-3)

Location: Onsite in Sterling, Virginia, United States

Company

Data center infrastructure provider supporting AI, hyperscale, and cloud infrastructure across North America, EMEA, and APAC.

What you will do

• Act as the primary client contact for calls, emails, monitoring alerts, service requests, and technical support tickets.
• Provide smart hands and feet support, including rack and unrack work, cabinet and cage setup, cross-connects, cable testing, and customer order installation.
• Monitor ticket queues, follow escalation procedures, coordinate outage schedules, document changes, and manage shift turnover communications.
• Perform Level 1 Windows server troubleshooting, including reboots, hardware swaps, and new user setup.
• Manage data center supplies and maintain client expectations around delivery dates, open requests, and outstanding issues.
• At senior levels, independently diagnose complex issues across cable plant, power, HVAC, raised floor, fire suppression, automation, and security systems.

Requirements

• Customer service or technical experience in a technology or customer-centric environment, depending on level: 0–1 years for Level I, 3–5 years for Level II, and 5–7 years for Level III.
• High school diploma or GED required for Level I; a college degree is preferred.
• Strong customer service, communication, problem-solving, decision-making, and teamwork skills.
• Proficiency with Microsoft Word and Excel and the ability to learn new tools and platforms.
• Ability to manage multiple priorities in a fast-paced environment and work flexible schedules, including on-call rotations and emergency extended hours.
• Ability to work in a physically active data center environment, including lifting up to 50 pounds and considerable walking, bending, and standing.

Nice to have

• Knowledge of reflectance, decibel loss, ITIL, Visio, or AutoCAD.
• Experience with building automation and control systems such as Trane Tracer Summit, Square D Power Logic, or Caterpillar/ISO Power Lynx.

Culture & Benefits

• Defined career progression from Associate through Lead Operator and beyond.
• Ongoing investment in professional development.
• Work supporting AI, hyperscale, and cloud infrastructure.
• People-first, values-driven culture based on Commitment, Accountability, Respect, and Excellence.
• Employment is contingent on a background check and pre-employment drug screening; U.S. citizenship may be required for government contract or security clearance work.